Impact of Hospital Volunteers on the Patients' and Nurses' Perception of Medical Care Quality

醫院志工對病人及護士醫療品質認知的影響

林俊龍(Chin-Lon Lin) ； 黃貞鳳(Jen-Feng Huang) ； 黃智一(Chih-Yi Huang) ； 廖熏香(Hsun-Hsiang Liao) ； 林碧玉(Pi-Yi Lin)

《慈濟醫學雜誌》 11卷1期 (1999/03) Pp. 25-31

https://doi.org/10.6440/TZUCMJ.199903.0025

摘要

在現代的醫院裡，由於志工提供了非常有價值的服務，使得醫院能成功的照顧病患。傳統上，醫院的醫療品質皆由機構本身的觀點評估，而病患本身及院內工作人員的觀點常被忽略。在這篇報告中我們針對醫院內病患及護理人員，瞭解他們認為醫院內志工對醫療照護品質的影響。
我們以簡單的問卷表來分別瞭解慈濟醫院內的住院病患及護理人員是否認為醫療志工對他們有幫助及有醫療志工的存在是否會影響他們提供的醫療品質。在204位參與計畫的病患中，179人(88.6%，有回答的部分)覺得醫院志工帶給他們歡樂及希望，110人(73.3%)覺得是醫院志工最重要貢獻在於對病患的訪視及安慰，171人(84.6%)覺得醫院志工使他們得到較高品質醫療照顧。在240個參與計畫的護理人員中121人(50.6%，有回答的部份)覺得醫院志工最大的貢獻是病患的訪視及安慰，209人(92.5%)覺得醫院志工對他們所提供的醫療照護品質有正向的影響。
本計畫顯示慈濟醫院大部份病患認為醫院志工很有幫忙，並帶給他們歡樂及希望;同時亦顯示住院病患及護理人員強烈的認為醫院志工對他們所提供的醫療照護品質有正面的影響。

關鍵字

醫院志工 ； 志工精神 ； 醫療品質

並列摘要

In most modern hospitals, volunteers perform invaluable services and contribute a great deal to the success of the hospital. The quality of medical care in a hospital is traditionally evaluated from the institutional point of view, and the viewpoints of patients and hospital staff are often neglected. We surveyed both hospital inpatients and nursing personnel regarding their opinions of the impact of hospital volunteers on the quality of medical care.
Inpatients and nursing personnel at The Buddhist Tzu-Chi General Hospital were separately surveyed using simple questionnaires asking their opinions on the helpfulness of hospital volunteers and whether the presence of volunteers affected the quality of medical care provided at the hospital.
Of the 204 patients who participated in the survey, 179 (88.6% of those who answered) felt that hospital volunteers brought them joy and hope, 110 (73.3%) felt that the most important contribution of the volunteers was their visiting and comforting of patients was the volunteers’ most important contribution and 209 (92.5%) felt that volunteers had a positive impact on medical care quality.
This study showed that most patients at The Buddhist Tzu-Chi General Hospital found volunteers to be helpful and felt that the volunteers brought them hopes and joys. This study also revealed that both hospital inpatients and nurses strongly felt that the hospital volunteers significantly contributed to the quality of medical care provided in the hospital.

並列關鍵字

hospital volunteer ； volunteerism ； medical care quality